WFM - Expert Communication Skills

  • Provides techniques for improving communications with agents and supervisors about the WFM process
  • Conveys conflict management strategies for more effective interactions with all levels of call center professionals
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

This course teaches established techniques for improving your communication skills as a workforce management professional. You will learn how to confidently deliver information, educate others about the WFM process, interact with all levels of contact center professionals, and manage conflict when necessary.

The course WFM - Expert Communication Skills is also included in the bundle Call Center Staffing.

Who should take this?

  • New hires in the workforce management department
  • Workforce management professionals that want to improve their communication skills


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 1 h of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Communications for Workforce Management Professionals

Establish Techniques to Improve the Interaction Within the Contact Center Team

Communications for Workforce Management Professionals

This unit will help you improve communication, build stronger relationships, and educate others about the WFM process and its value to your organization. You’ll learn the principles of effective communication and how bias can affect communication. You’ll acquire conflict management strategies to help you interact effectively with all levels of contact center professionals. You’ll also get tips to better receive, craft, and deliver messages.

Upon completion of this unit, you will be able to:

  • Communicate the value and importance of WFM throughout the organization.
  • Outline how adherence affects the call center operation.
  • Educate others about their role in the WFM process.
  • Identify several sides of a message and be aware of biased communication.
  • Execute conflict management strategies to improve WFM relationships with other groups.
  • 4 modules
  • 60 min

Included modules and learning aims:

  1. Introduction 05 min

    • Communicate the fundamental benefits and challenges of WFM throughout your contact center
    • Get a brief overview of what to expect in the modules of the course
  2. Communicating Adherence 15 min

    • Understand how lack of adherence affects the average speed of answer (ASA), occupancy, and costs
    • Know how to educate others about the supervisors’ role in the WFM process
  3. Adapting Your Communication Style 15 min

    • Get an overview of the different sides of a message
    • Know that a message can be heard in several ways
    • Learn how different biases can affect your communication style
    • Know methods you can apply to improve your communication style
  4. Conflict Management Strategies 15 min

    • Understand that emotion can hinder effective conflict management
    • Know the three steps to get to a conflict resolution
    • Learn how to react on specific conflict examples in the contact center
    • Know methods you can apply during conflict situations

Mastery Certification: WFM - Expert Communication Skills

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

15 questions 10 min

Mastery Certification: WFM - Expert Communication Skills

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Pricing options for WFM - Expert Communication Skills

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for WFM - Expert Communication Skills below. If you apply for bulk pricing, please contact us to place your order.

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We apologize, we currently don't offer a standard subscription. We'd love to learn more about your purchasing preferences and discuss pricing options. Please contact us for more information.

To purchase right now, please find our current pay-per-seat pricing below.

1 - 4
$49.00 per user
5 - 14
$41.65 per user
15% off
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15 - 29
$34.30 per user
30% off
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30 - 59
$29.40 per user
40% off
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60 - 99
$24.50 per user
50% off
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The WFM - Expert Communication Skills course is designed by call center experts to provide a practical and engaging learning experience. Start today.